The employees are cordial and professional, but To...

The employees are cordial and professional, but Toyota policy is profit-first, customer-second. There are other quality vehicles out there that offer better service and their employees are encouraged to exercise good judgment rather than follow mindless policy.

I wrote a letter to the head office years ago and the response preached of pride in a quality customer experience, as an organization, but that each dealer is independently owned and there are no real controls, checks or balances in place to ensure the dealerships are actually managed in line with the company's vision.

Basically put, the response was, "thanks for your letter, and there's nothing we can do about it. But we really value a quality customer experience - hope you believe us."

Two strikes is enough for me to learn my lesson. Toyota, you have lost a customer for life.